Fly Arystan has announced the launch of a new service that will allow passengers to independently resolve issues related to flight cancellations and delays, according to infohub.kz.
According to the airline's press service, the company is introducing a new digital self-service system for passengers in case of delays and cancellations. The new service will enable passengers to choose available options for further actions online, without the need to contact the call center.
In the event of a delay or cancellation up to 72 hours before departure, passengers will receive a personalized notification via WhatsApp or email, as provided at the time of ticket purchase. The notification will include key information about the flight change, including the original and new departure times.
Through a unique link in the WhatsApp message or email, the passenger is directed to a personalized web page. No registration or additional data entry is required. The page automatically displays available options tailored to the specific flight, ticket, and nature of the change.
Depending on the situation, the passenger will be able to: accept the new time – confirm the flight rescheduling; exchange for another time or date – choose an alternative flight; request a refund – if it is provided for by the airline's rules.
All Fly Arystan passengers can use the personalized service regardless of the ticket purchase channel. However, only passengers who purchased tickets on the official website or mobile app of Fly Arystan will be able to request a refund directly through the digital platform. Passengers who purchased tickets through travel agencies or online aggregators can request a refund at the place of purchase.
Passengers were reminded that in case of a delay of less than 5 hours, the airline's rules do not provide for the possibility of forced rebooking without penalties or a refund. In such cases, only the "Accept New Time" option will be available in the digital service.